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All Journal Widya Cipta : Jurnal Sekretari dan Manajemen Widya Cipta : Jurnal Sekretari dan Manajemen
Lubis, Muchdy
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Customer Loyalty Model of Export Product Shipment Certification Lubis, Muchdy; Hartoyo, Hartoyo; Zulbainarni, Nimmi
Widya Cipta: Jurnal Sekretari dan Manajemen Vol 9, No 1 (2025): March
Publisher : Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/widyacipta.v9i1.24487

Abstract

This paper investigates the loyalty model of customers towards a certification governing body for export product shipment certification. The present study investigates the impact of service quality, consumer satisfaction, customer trust, and customer loyalty on the established model. The model will be used to determine the specific areas that need enhancement to improve consumer loyalty. There were 104 participants took part in the study by means of convenience sampling and telephone questionnaire surveys. This study results that customer satisfaction is greatly influenced by the five components of Servqual service quality: tangibility, empathy, dependability, responsiveness, and assurance. Moreover, it was shown that the five categories of service quality had a substantial impact on customer trust. The level of product satisfaction and trust directly influences the loyalty of customers. In addition to examining direct effects, the study also detected indirect effects resulting from mediating variables. The findings indicate that consumer trust is influenced by reliability through customer satisfaction, and customer trust is influenced by assurance through customer satisfaction. Consumer satisfaction, in turn, influences consumer loyalty by means of customer trust. Managerial implication of this study encompasses the instruction of personnel in export product certification services, including areas such as communication, regulations, document control, and management of personal protective equipment. The organization is advised to establish a systematic service evaluation process and then execute a follow-up strategy to guarantee that the evaluation findings are acted upon.
Customer Loyalty Model of Export Product Shipment Certification Lubis, Muchdy; Hartoyo, Hartoyo; Zulbainarni, Nimmi
Widya Cipta: Jurnal Sekretari dan Manajemen Vol. 9 No. 1 (2025): March
Publisher : Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/widyacipta.v9i1.12190

Abstract

This study explores a loyalty model for customers of PT. XYZ, a certification body managing export product shipment certification. It examines the role of service quality, customer satisfaction, trust, and loyalty and aims to identify areas for improvement. The questionnaires were distributed to 119 companies, but only 104 companies became research respondents. The data was collected using convenience sampling and telephone surveys. Results indicate that customer satisfaction is significantly shaped by five Servqual service quality dimensions: tangibility, empathy, reliability, responsiveness, and assurance. These dimensions also substantially influence customer trust. Satisfaction and trust directly affect customer loyalty, with indirect effects mediated through trust. Specifically, reliability impacts trust via satisfaction, and assurance impacts trust through satisfaction. Satisfaction, in turn, drives loyalty through trust. For further improvements in service quality, it is recommended PT. XYZ conducts training personnel in communication and regulatory compliance. PT. XYZ is also suggested to conduct document control and personal protective equipment management training.
Co-Authors Hartoyo Hartoyo Nimmi Zulbainarni